Technical Support

2 weeks ago

Simpang Ampat, Malaysia Executive Compass Full time

**Position level : Specialist / Technical**

**Headcount : New**

**Supporting region : Malaysia/ Singapore/ Philippine/ New Zealand/ Korea**

**Working shift : Morning / Afternoon**
- **Summary**
- Have experience in troubleshooting for any capital equipment, medical equipment is an added advantage.
- First layer support, to respond to client’s call on machine breakdown, guide them on basic troubleshooting for capital equipment.
- Able to work shift (support globally).

**Responsibilities**:

- Function as first contact for (internal and external) customer inquiries.
- Create, manage and final closure of service cases in the Global service management system.
- Monitor accuracy of install base data in the Global service management system with signaling function to responsible department.
- Creation, releasing or requesting orders of Capital equipment for repair activities.
- Main contact within CETS organization for advice on supported products and/or specific case information.
- Interact with a wide range of the organization, in order to manage interventions.
- Practice excellent "good documentation practices" while recording activities in the Global Service Management System.
- Manage standardized and non-standardized troubleshooting activities regarding Capital Equipment between customer, sales and CETS.
- Analyze and assess product operation and make recommendations for optimal device management.
- Achieve and maintain proficiency in market-released and future products with affiliated proficiency level.
- Receives incidental supervision. Makes recommendations which may be reviewed by supervisor or designee. May exercise authority within limits. May seek guidance in resolving problems.
- Participates in the development of others by providing case-to-case support.
- Makes recommendations which may be reviewed by supervisor or designee.
- May exercise authority within limits.
- May seek guidance in resolving problems.
- Collaborate with relevant function for content management of knowledge platform.

**Minimum Requirements**:

- Degree in any **engineering** related.
- Education level: Electronic or IT technician, Associates Degree or equivalent technical certification. 3 years prior call center experience.
- Any Machine & Medical equipment **customer phone support **experience is preferred.
- Proficient in other major languages like **Tamil/ Hindi** is a plus.
- English speaking and writing skills.
- Flexible and representative attitude, customer service focused.
- Computer literate, network knowledge required.
- Good social and communication skills.
- Creative thinking, innovative, logical, problem solver, multi-tasking.
- Ability to work different 8-hour shifts.
- Experience with Service Management System such as: Salesforce, ServiceMax, Seibel, SAP Service Module.
- Good typing skills.
- Interprets company policies and procedures to resolve issues.
- Beginning knowledge of industry practices and standards.
- Flexible and representative attitude.
- Good social and communication skills.
- Good Document Practices skills.

**Job Type**: Permanent

**Salary**: RM5,000.00 - RM8,000.00 per month

Schedule:

- Monday to Friday

Supplemental pay types:

- 13th month salary
- Performance bonus

Application Question(s):

- Are you able to work shift work (Morning or Afternoon only) ?

**Education**:

- Bachelor's (preferred)

**Experience**:

- Machinery or Medical Equipment troubleshooting: 5 years (preferred)
- call center or on-site support: 5 years (preferred)

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